We value feedback from our clients whether it is good or bad, because it helps us to develop the things we do well and address areas for improvement.
If at any point during your case you become unhappy about our service then please inform us immediately so that we can address your issue. In the first instance please contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues quickly. If you would like to make a more formal complaint, then you can request a copy of our complaints procedure or refer to our Terms & Conditions sent at the start of your case, or simply email details of your complaint to email@example.com or firstname.lastname@example.org. Please be assured that raising a complaint will not affect the progression of your case. We will investigate your complaint and come back to you within eight weeks with our final response.
If we are unable to resolve your complaint ourselves, you may refer your complaint to the Legal Ombudsman (www.legalombudsman.org.uk). Before accepting a complaint for investigation, the Legal Ombudsman will check that you have first tried to resolve your complaint directly with us, so the first thing to do if you are unhappy with any aspect of our service is to let us know. Please note, the Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned or within one year of you realising there was a concern. You must also refer your concerns to the Legal Ombudsman within six months of our final response to you.
We are regulated by the Solicitors Regulation Authority. Part of our professional regulation requires that we act at all time with honesty and integrity and that we do not discriminate against anyone on grounds of protected characteristics. We also maintain robust accounting policies so you can be assured that your case is in safe hands. If you are concerned that we are not meeting our professional responsibilities please let us know by contacting our Practice Manager at email@example.com, or you can contact the Solicitors Regulation Authority directly.